American Home Shield [AHS]
Reviews and Complaints

Have waited over a month for an AC repair. They sent out to vendors. 1st one was never authorized to do repair. 2nd vendor said same problem existed and have never responded to my calls even though AHS stated I needed to contact them. Everytime I contact AHS I'm given a different explanation of the problem and told it will be resolved in 24-48 hrs. It has been three week since reporting the AC problem. They ate horrible and constantly lie to me about status and solution.

I am requesting my $100 service fee be refunded. Today,8/19/23, I was given a window from 9am-11am for AC replacement. Service request# [protected]. The work was assigned to Air Tech Heating/Cooling. When I called about the delays, I was told the techs were on their way. They showed up at 6:30 pm and left at 9:30 pm. I missed a doctor's appointment because I was waiting all day for the service. I felt I was getting the run around and they had the nerve to ask for upfront credit card payment with no technician on the way.

Please send me the address of the corporate headquarters as well. Years ago, I had a similar complaint and heard from them with a refund.

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I have cancelled my American Home Shield (ahs.com) Contract effective 7/29/2023. I am trying to close out the financial part of the cancellation. AHS shows me owing $188.77, $98.99 renewal balance effective 8/1/23 and $89.78 cancellation admin fee. I am more than willing to pay the $89.78 cancellation admin fee but I will not be paying the $98.99 renewal balance eff 8/1/23 since my contract is cancelled 7/29/23. They have not removed the 8/1/23 renewal balance from my account so it is impossible for me to pay the cancellation admin fee on their web site and they will not send me an invoice to close my account. How can I make the payment of $89.78 to close the account. I do have a letter confirming my cancellation and a balance due of $89.78 but no information as to where to mail the balance due.

Thank you,

Michael Boele

Dispatch: #[protected]

Requested: 08/08/23

Told parts would arrive 8/17. Both elderly. Had to buy window unit for bedroom. As of today 8/18 no parts, contractor not working weekend, so will be w/o AC until 8/21. Called to talk to AHS supervisor two days ago,supposed to called today. Still no call. pls look at my call logs. Request reimbursement for window air conditioner. Possible reimbursement for medical bills incurred for heat stress and loss of use of home. I have been with this company for numerous years never had problems like this in the past and have recommended you to numerous. At the conclusion of this issue if there is a conclusion I will be canceling my contract and also notifying my friends that they may consider doing the same. This same issue occurred a year ago to the month supposedly was fixed with new parts by different contractor but the problem is now the same as before and worse.

On 5/21/23 we put in service request for A/C not running. No one fixed it until June 7, 2023. Again on July 26, 2023 the A/C broke down. This time it was fixed on July 31, 2023. Again on August 6, 2023 the A/C broke down. The contractor came out to look at the A/C on August 9, 2023 and stated a part needed to be ordered but they might not be able to find the part due to the age of the A/C unit. He put in the request for authorization to AHS on 8/9/23 while he was at our house.

As of August 17, 2023 we still have no A/C because AHS has not authorized anything to be done to our A/C (per "Tina" from AHS via the phone and per Bencraft Mechanical Services via the phone).

In the last 2 1/2 months we have been without A/C for over 1 month due to the A/C needing to keep being repaired.

We are in FL and the heat index has been 114 degrees. I have health issues (asthma, diabetes, and nausea/vomiting due to severe gastroparesis) and the stifling heat in our house is exacerbating my health issues. We can't even sleep through the night with fans on because the heat and humidity are excruciating.

Why is it taking AHS so long to make a decision for authorization?

We just want something done ASAP and don't understand why this is taking so long.

I called in for a refrigerator repair and was advised of $ 125.00 service charge. I provided my debit card information and they billed for the $ 125.00. The repairs were done and I was billed for $ 125.00 on my debit card.

However, my bank account was noted next to the $ 125.00 debit for the service charge that this $ 125.00 would be on a recurring payment. I called AHS and was told I needed to contact my bank.

I contacted my bank and they advised I had to do a stop payment for this recurring payment of $ 125.00, which I did on 8/14/23. I want to have my warranty which I prepaid cancelled and the balance of the money returned to me asap.

Mike Smith [protected]

Please READ the CONTRACT in DETAIL before purchasing. You have to pay your co-pay before a contractor is dispatched. The contractor has 24-48 hours to call to schedule appointment. Note, I said schedule appointment. The appointment could be scheduled a week out depending on availability of the contractor and prior appointments scheduled.

This is by far the worse company I have had to deal with for warranties. It is going on four weeks and my washer and dishwasher still are not repaired. AHS makes contractor locate parts to repair. Contractor found a vendor for the parts, however, on backorder with no promise date. This means, there are no parts. Contractor recommending replacement due to parts availability AHS has a purchasing department for parts, they are going to have purchasing department try to find used parts, even thou it has been recommended to replace. I have no idea when these work orders will be closed. If they replace with used parts, I anticipate future service calls.

My refrigerator stopped working. I called for service and was told the contractor had 24-48 hours to respond. REALLY, my refrigerator is dead. I need to wait two days, plus another 2 days for AHS to approve. I had to buy refrigerator on my own and AHS will not reimburse because I couldn't wait 1 week for them to go thru their B/S approval process.

DO NOT... REPEAT... DO NOT sign on for this contract. Find another company and read their contract in detail before purchasing. GET the FULL contract...

Where do I even begin with my dreadful encounter with American Home Shield? This company's services are nothing short of a complete disaster. From the very first interaction, it was evident that they care more about collecting premiums than actually providing any meaningful assistance.

First off, their customer service is an absolute joke. I've spent more time on hold than I care to admit, only to be met with unhelpful representatives who seemed completely clueless about the issues I was facing. It's as if they read from a script without any understanding of the real problems customers are dealing with.

But wait, it gets worse. When I finally managed to get a technician scheduled to fix my malfunctioning air conditioner, it took them days to even show up. In the scorching heat of summer, this delay was not only uncomfortable but completely unacceptable. And when the technician did arrive, he found the issue, but surprise, surprise, AHS is still stalling the repair.

And let's not forget the fine print in their contract that conveniently excludes coverage for the most crucial components of your home systems. It's like they go out of their way to avoid paying for any legitimate claims. It's misleading and downright dishonest.

But the cherry on top of this horrendous experience was their billing process. Somehow, they managed to keep charging me for their so-called "service" even after I had canceled my contract in frustration. It's almost as if they're intentionally trying to squeeze every last penny out of their unsuspecting customers.

In conclusion, I would strongly advise anyone considering American Home Shield to run in the opposite direction. Their lackluster customer service, unreliable technicians, and deceptive practices make them a prime example of what's wrong with the home warranty industry. Save yourself the headache and choose a company that actually values its customers and delivers on its promises. Trust me, you'll thank me later.

On Thursday evening August 3 at about 7:00 in the evening, the air conditioning in my home in FL, failed. I immediately reported the problem via the AHS web site. A technician from Quick A/C was dispatched to my home to arrive Saturday at 11:00. His diagnosis was not provided to me in writing, but he did say that there was a major leak in the condenser coil and it was not repairable. Given the 24-business-hour response time in your contract, I anticipated that at minimum a proposal for a repair would be forthcoming by the end of the day Tuesday Aug 3 but none was provided. On Thursday Aug 9, I was advised that your company had determined that the repair was not covered consistent with Section C, item 5 of the contract. This section addresses pre-existing conditions, conditions that existed prior to the establishment of contract. This contract has been in place for six years and renewed at the beginning for this year. Until last week the A/C was working fine. This fault is NOT a pre-existing condition and therefore this section does not apply.

I was offered a “second opinion” by your operator and I accepted that. Thurley Awesome Heating and Air Conditioning arrived today to inspect the problem and offered no solution.

So far, American Home Shield is severely falling down on your contract obligation and I demand that you expedite the solution. Otherwise, I will have not choice to cancel my contract and pursue resolution through the courts.

Two weeks ago our Kenmore water heater gave us an error code that the pressure switch was not working. We called AHS and they contacted a local company to come out and they responded promptly. The company called Kenmore and was immediately told they could not help them because they were not a Sears/Kenmore technician. The pluming company reported that they were unable to fix the water heater due to not being a sears tech. This is where AHS has broken down for us. After now two weeks of being constantly assured that they would find someone to come out and repair the water heater, they have not. They even re-scheduled the same original company who already said they couldn’t fix it. I have been on the phone with them every day the first week and then my husband now into the second week. Apparently they can simply indefinitely “look for a service provider”. I have called every plumber or general contractor within a 50mile radius. Essentially every phone number that comes up when I google plumbers in and around our area. None of them will come out because they either won’t work with warranty companies after not getting paid too many times or they don’t work on Kenmore because they can’t get parts. So our water heater at this point is unfixable because no one can get the parts. AHS won’t change the status of needing repair until they get a new tech out to diagnose it as unfixable but no one will come out. We have explained this over and over again that there has to be some plan B when finding a fix isn’t working and they are seemingly unable to understand this. There is supposedly no time limit in which they consider anything besides what the computer screen says which is : find technician. They seem to blame me for not taking the Find Your Own Technician option, but in doing so, they stop looking. In an effort to have all hands on deck I explained that I would look but didn’t want to “opt in” until I found someone so they could continue to search as well. As stated no one will take the job and AHS will not change the request to a replacement or offer any other solution.

-A mom who will be boiling water for my kids baths for the foreseeable future and paying a higher electric bill to counteract the now hot kitchen.

Dispatch #[protected]

Date Requested: 08/02/2023

The dispatch synopsis says “Service Complete” but I still have no hot water and nothing has been solved.

At this point we would like the water heater to be replaced since it seems to be unfixable due to the lack of access to parts.

This is August 2023... Last Fall 2022 we were supposed to receive an inspection on our Furnace according to AHS... It never happened... Three weeks ago on 7/23/2023 our air conditioning went out... The 3rd rate repair service AHS uses showed up at our door (no call) of course we were at work... Called them and tried to set up an appointment but they do not set appointments... Wanted to call us and have us leave work for them to check the A/C... It was a week before we could get them out... We have a 23+ year old system and the compressor went out.. They could order a new compressor (which would take 4 weeks) or could install a new A/C system the next day... It's now 2 1/2 weeks later (with no A/C) and still waiting for AHS to let us know what is going on... I called the today and they said they ordered a new compressor (for a 23+ yr old system)... I have no trust in this company now they are supposed to send us a form for a cash out... We had a complete A/C and Air handler installed by a reputable company a week ago... No way would I trust their 3rd rate company to work on our system... We got an email from AHS this morning to rate our satisfaction with their customer service... the only problem is we can not rate anything lower then a ZERO

I cancelled last year because they wouldn't replace my air-conditioning. Yesterday I saw they are still taking money out of my account. Called they say I didn't cancel which I did. After several attempts they finally cancelled me only to charge my account once again for no reason

I work very hard for my money. I need all of it back! My bank account charged on 8_8_23 and 8_7_23 probably more times. U cancelled June 2022

Hello,

I am writing to share the extremely POOR customer service that I have received with your company over the past two weeks. As an HSA member, I requested that my air conditioner be fixed two weeks ago. Nonetheless, it has yet to be fixed. Your company is not responding in a timely manner, and the representatives have been very rude and not getting me what I am asking for, when I asked to speak with someone in a higher position. The last person I just spoke with from the escalation team actually hung up on me! Her name was Hazel and that was about 30 minutes ago. I also spoke with a different hazel earlier, who also refused to assist me. I am extremely dissatisfied